Cancellation policy

Overview

The Cancellation policy item in Synctrack Returns lets your buyers cancel a just-placed order themselves — right from the return portal — instead of contacting your support team. You control whether cancellation is enabled for your store and how long the cancellation window stays open after checkout.

This item replaces the previous "Allow return requests for unfulfilled orders" setting. If you had that setting enabled, cancellation is already turned on for your store; if it was off, cancellation is off — no action needed.

How to enable Cancellation policy

Go to Settings > Policies > Advanced policy

1. Tick the checkbox Cancellation policy (the first item in the Advanced policy section). The cancellation window options appear right below it.
2. Choose your cancellation window (see below).
3. Click Save.

Set the cancellation window

Choose how long after checkout buyers can still cancel:

• Until item is fulfilled: no time limit — buyers can cancel any time while the order is still 100% unfulfilled.
• Within a time window after checkout: cancellation closes once the window passes, even if the order is still unfulfilled. Enter a value and a unit (minutes, hours, or days), or use the 15 minutes / 1 hour / 1 day presets. The live summary shows what buyers get, e.g. "up to 1 day after checkout".

How it works

• Buyers only see the cancel flow while the order is 100% unfulfilled and still within the window. Once any item is fulfilled or the window passes, the option is unavailable.
• Cancellation runs entirely inside Synctrack — no Shopify re-authorization or extra permissions are needed.
• A cancellation request a buyer already submitted is not affected when the window later passes.

Who can use this feature?

Available on all plans (Starter and above)

Updated on: 09/07/2026